AI-Driven SaaS Tech Support Specialist

Fin. The highest performing Customer Agent; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Fin is an AI Customer Agent company focused on delivering perfect customer experiences. The Technical Support Specialist will own complex technical queries, serve as escalation for colleagues, and deliver world-class support, leveraging AI tools and deep product knowledge to resolve issues end-to-end across channels.

In this hybrid Sydney role, you will collaborate with product teams, troubleshoot APIs and integrations, and contribute to continuous improvement.

Qualifications

• 3-4+ years of technical support experience in a software/SaaS environment.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)
• A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Intercom's REST API.
• Strong customer focus (excels at helping customers)
• Strong communication skills (clarify, empathize, tone)
• Strong problem solving skills (think critically, learn on-the-fly)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Excitement for a AI-enabled support environment and KPI-driven performance

Responsibilities

• Communicating efficiently and effectively with our customers, using the product to support them; outbound calls included.
• Owning customer communications and issues from initial contact until resolution.
• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of.
• Work with the Support team to ensure customers have a great experience and that the product is reliable, fast and user-friendly.
• Collaborate with product teams to identify issues and provide feedback for solutions.
• Debug complex issues with an understanding of codebase and customer tech stacks.
• Build tools to improve team efficiency and processes.
• Influence product direction through daily customer interactions and collaboration with product teams.

Skills

Technical support

SaaS experience

APIs & webhooks

Customer focus

Communication skills

Problem solving

AI tools experience

Intercom familiarity

Troubleshooting

Tools

Intercom

Slack

Chrome

Coda

Job description

Fin is an AI Customer Agent company focused on delivering perfect customer experiences. The Technical Support Specialist will own complex technical queries, serve as escalation for colleagues, and deliver world-class support, leveraging AI tools and deep product knowledge to resolve issues end-to-end across channels.

In this hybrid Sydney role, you will collaborate with product teams, troubleshoot APIs and integrations, and contribute to continuous improvement.